Posted Apr 16, 2026 63 views
Careem is a leading technology platform dedicated to building the Everything App for the greater Middle East, simplifying daily life by enabling seamless transportation, food and grocery ordering, payment management, and more. Since its inception in 2012, Careem has empowered over 2.5 million Captains to earn income and served more than 70 million customers across 70+ cities in 10 countries, spanning from Morocco to Pakistan. As the company embraces a new era driven by AI, it is seeking innovative problem-solvers to enhance operations, customer experience, and internal systems. The Senior Operations Experience Associate, based in Lahore, Pakistan, will play a pivotal role in driving continuous improvements in operational efficiency and customer satisfaction through data analysis and process optimization, supporting informed decision-making and operational excellence.
Key Responsibilities
- Analyze operational data and customer feedback to identify trends, challenges, and opportunities for improvement.
- Develop detailed reports and dashboards to track performance and monitor key performance indicators (KPIs).
- Collaborate with cross-functional teams including Customer Experience, Operations, and Product to propose and implement proactive improvements in customer experience through policy, product, and process changes.
- Support product launches by monitoring adoption metrics and coordinating go-to-market activities.
- Serve as a liaison to ensure smooth communication and alignment between Customer Experience, Operations, and Product teams.
- Create and manage internal communication materials for Captains in Arabic, English, and Urdu.
- Promote a data-driven culture by introducing best practices and methodologies for analysis and reporting.
- Continuously monitor and optimize operational processes to enhance both Captain and Customer experiences.
- Provide virtual support to local operations teams in areas such as training, Captain support, and peak management to maintain high-quality service delivery.
Required Qualifications
- Strong analytical skills with the ability to work effectively with large datasets.
- Proficiency in reporting tools and advanced Excel capabilities.
- Excellent communication and stakeholder management skills to collaborate across multiple teams.
- Bachelor’s degree in Business, Operations, Data Analytics, or related fields.
- Prior experience in customer experience, operations, or analytics is preferred.
Preferred Qualifications and Benefits
Careem offers a dynamic and purpose-driven work environment where employees can make a meaningful impact across the region while advancing their professional growth. The company fosters collaboration among inspiring and talented peers focused on unlocking regional potential. This role provides ample opportunities for continuous learning and career development.
Work arrangements include four days per week in the office and one day remote, with the flexibility to work remotely from any country for up to 30 days annually. Careem supports work-life balance with unlimited vacation days. Additional benefits include healthcare coverage and fitness reimbursements for activities such as gym memberships, health clubs, and training classes.
Joining Careem means contributing to a visionary platform powered by AI, dedicated to making everyday life easier and more efficient for millions across the Middle East.
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